We often bitch and moan and complain about service we receive from big companies, the government, airlines etc. But do we ever stop and give them applause when they do something right?
Probably not, because we expect it to be done right in the first place. But just as you may choose to tip 20% instead of 10% for extra special service, I’m going to give kudos to Shaw for their handling of our internet problem at home.
Yes, I played the “media card” and got a little bit quicker attention than the regular Joe, but when Jen and I talked about how we were treated on the phone, by the techs who came by and how the problems were solved, we agreed the team was excellent.
Our internet has been intermittent, we were credited 5 days service. It still didnt get better, so they suggested a new modem. When that new modem was broken, and I mentioned how quitting the internet for 5 days for me would be harder than LiLo quitting booze, a Shaw tech called my radio request line offering to help, even though I hadnt mentioned Shaw as my ISP.
Last night a Shaw tech came by and solved our problem, this morning another group of Shaw techs came by to sort out wiring issues the previous fellow couldn’t solve. When they found we had old splitters and cable, they left replacements behind - all gratis.
Oh, and they’ve credited us with 2 free weeks because of the inconvenience.
Now you could argue that what happened is what should have happened. I had an issue and a company dealt with it properly. We’re so used to getting screwed by these big companies, that when they do something ordinary it becomes extraordinary. However, in this instance, the techs were positive, happy and the company exceeded our expectations.
Thank you Shaw for a job well done. (Disclaimer: Your experience may differ)
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My exp DOES differ…and paying the high price for all our Shaw services should be about as good as a media card. My internet has the same problem as yours, they have sent people over and given us credit a number of times…they keep saying they are sending someone out to fix the splitters and cables yet it’s not happening.
We’re on the phone with them about once a week due to Shaw Cable, we have the highest package you can get so we do tend to get quick fixes on that but why is there so many problems on their end in the first place.
Don’t get me started on our Shaw phone…thankfully I have a cell and thankfully they have been willing to credit our account for the times I have had to rack up my mins on it.